IT Support Pro II — Troubleshooting & Mentorship, PTO

Courser

United States

Remote

USD 60,000 - 85,000

Full time

3 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Medical insurance

401k match

Unlimited vacation

Paid sick time

Paid parental leave

Education reimbursement

Job summary

Courser in the United States is seeking an IT Support Services II-Quick Fix to join our fast-paced IT team. The role focuses on resolving complex support tickets, mentoring junior staff, and contributing to IT projects to deliver exceptional customer experiences.

The role covers desktop/server OS support, networking, public cloud, and Microsoft 365 with emphasis on Azure. You will triage tickets, document processes, and maintain strong relationships with customers while upholding Courser's

Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
2+ years of experience in IT support or system administration, preferably in a corporate environment.
Strong knowledge of operating systems (Windows Server, Linux, macOS) and enterprise applications.
Experience with networking concepts including TCP/IP, DNS, DHCP, and VPN configurations.
Familiarity with helpdesk and ticketing systems (ConnectWise, ServiceNow, JIRA, Zendesk).
Excellent problem-solving and communication skills to explain technical concepts to non-technical users.

Responsibilities

Resolve support tickets from contract customers and assist in scheduling across team levels.
Work in a team with engineers, technicians, and non-technical staff of varying experience.
Provide troubleshooting, desktop support, networking, cloud, and customer service within a 30-minute timeframe.
Support local clients on location with Microsoft 365, Azure, and related platforms.
Engage with customers and build relationships with supported users.
Determine urgency and priority of incoming tickets.
Assess tickets, assign to engineers, and assist with escalations; document tickets for escalation.
Make outbound calls and emails to schedule service appointments.
Update and improve documented Help Desk and Dispatch processes.
Maintain compliance with company policies and procedures.
Answer phone calls and triage issues.
Other duties as assigned.